What are alert credits? Disputifier’s limitations and role.
While Ethoca and Verifi are widely used and offer valuable services, they are not without their limitations. One common issue is the occurrence of duplicate alerts, already refunded alerts, alerts that may have already come in as a chargeback, and order not found.
While we strive for accuracy, it's important to acknowledge that a small percentage of alerts may still contain inaccuracies, such as mismatched data or duplicate notifications. We understand the impact these instances can have on your business, both in terms of time and resources spent. That's why we closely monitor such situations and take proactive steps to address them.
As part of our commitment to delivering the best experience for our clients, we adopt a hands-off approach whenever possible. This means that Disputifier proactively identifies, flags, and submits a credit request on your behalf for any alert issues. This includes reaching out to Verifi or Ethoca with evidence showing the alert does not meet our stringent quality standards.
There is typically no action needed from you, Disputifier handles this entire credit process from start to finish. The only time there would be action needed from you is if we need your help gathering evidence, or if you notice any alerts not flagged which you think should be credited.
Rest assured, our goal is to provide you with a seamless and hassle-free experience when it comes to dispute management. We're dedicated to ensuring that every alert you receive is accurate, actionable, and optimized to help you protect your business from chargebacks.
Common reasons for credit requests
Duplicate Alerts: Duplicate chargeback prevention alerts refer to multiple alerts received for the same disputed transaction. These alerts may originate from different sources or platforms, such as Verifi and Ethoca, but ultimately pertain to the same transaction.
Already refunded alerts: Already refunded chargeback prevention alerts are notifications sent to merchants regarding disputed transactions that have already been refunded to the customer. These alerts typically occurred after the merchant has proactively issued a refund to address a potential chargeback before it escalates further.
Alerts that may have already come in as a chargeback: As the title suggests, these are situations where an alert may have come in and despite that, it still came through as a chargeback. Typically this is due to the alert coming in late, an issue with the customer's bank.
Disputifier takes an extra stride by providing a 100% chargeback prevention guarantee for processed prevention alerts. In essence, if a refund for an alert was processed within 24 hours, and it still culminates in a chargeback, we will reimburse the alert fee.
Chargeback prevention alerts where orders aren't found: This refers to situations where merchants receive alerts for transactions that they cannot match to any corresponding orders in their system. In other words, these alerts indicate potential disputes related to transactions that merchants have no record of, making it challenging for them to identify and address the issue effectively.
This is typically caused by Apple Pay and other tokenized cards as this can change the card number, meaning the card number we receive from the alert is different from the card number in the CRM/gateway.
How do I get credit?
Disputifier proactively flags alerts for credit. After, our in-house Quality Assurance (QA) team swiftly engages with the platform from which the alert originated, whether it be Ethoca or Verifi. Before reaching out, our team meticulously gathers all necessary evidence to expedite the credit process.
Typically, Ethoca or Verifi conducts their checks and processes refunds within 30-45 days, usually toward the end of the month. Once we receive the refunded amount from them, we promptly credit it to your account within 7 business days. Our aim is to ensure that any discrepancies are promptly addressed and resolved to minimize any potential impact on your business operations.
Long Story Short
1. Verifi and Ethoca's Services: Verifi and Ethoca provide merchants with early alerts about potential disputes before they escalate into chargebacks. While Verifi is associated with Visa and Ethoca with Mastercard, both services aim to help merchants manage chargebacks and maintain a smooth payment process. Our platform partners with both Ethoca and Verifi to offer comprehensive protection to merchants, focusing on minimizing chargebacks and enhancing the customer experience.
2. Alert Credits and Disputifier's Role: While Ethoca and Verifi offer valuable services, they may sometimes generate inaccurate or mismatched alerts such as duplicate alerts, already refunded alerts, alerts that may have already come in as a chargeback and order not found, leading to additional manual efforts for merchants. Disputifier addresses this challenge by ensuring accuracy and reliability in alerts. Leveraging advanced algorithms, we minimize false positives and provide merchants with relevant and actionable alerts. In cases of inaccuracies, we proactively request refunds from Ethoca or Verifi to maintain efficiency in dispute management.
3. Getting a Credit: Without any action needed from you, our Quality Assurance team engages with Ethoca or Verifi, gathering evidence to support refund requests. Ethoca or Verifi typically process refunds within 30-45 days, and once received, we credit the amount to the merchant's account within 7 business days. Our goal is to promptly address discrepancies and minimize their impact on business operations.
Note: In early Q3 2024, we will be releasing an interactive credit tracker within the dashboard which will allow greater visibility over pending, denied, and approved credits. Please feel free to reach out to our team if you have any questions regarding credits.
